Frequently Asked Questions

Below you will find answers to some of the most common questions about shopping with Petworld. If you cannot find the information you need, our customer support team will be happy to assist you.

Orders

How do I place an order?

You can place an order directly through our website. Simply choose the products you would like to buy, add them to your basket, and complete the secure checkout process.

Can I change or cancel my order?

If your order has not yet been processed or dispatched, please contact us as soon as possible. We will do our best to help.

Once an order has been processed or dispatched, we may no longer be able to make changes or cancel it.

Will I receive an order confirmation?

Yes. After placing an order, you should receive an order confirmation by email. Please check that your order details and delivery address are correct.

If you do not receive a confirmation email, please check your spam or junk folder, or contact us for assistance.

Shipping & Delivery

Where are orders shipped from?

Orders are processed and dispatched from the United Kingdom.

Where do you deliver?

We currently deliver within the United Kingdom unless stated otherwise on our website or during checkout.

How long does delivery take?

Delivery times depend on the shipping option selected at checkout.

Economy Shipping: 5 to 8 business days after dispatch — Free
Standard Shipping: 3 to 4 business days after dispatch — £15

Delivery estimates begin from the date of dispatch, not the date the order is placed. Delivery times are estimates only and may be affected by courier delays, public holidays, seasonal demand, or other circumstances outside our control.

Will I receive tracking information?

Where tracking is available, tracking details will be provided after your order has been dispatched.

Please allow time for tracking information to update once the courier has received or scanned your parcel.

Returns & Refunds

What is your return policy?

You may request a return within 30 days from the date your order is delivered.

Returned items must be unused, in their original condition, and include original packaging, parts, and accessories where applicable.

How do I request a return?

To request a return, please contact us with your order number, the item you wish to return, and the reason for your return request.

Once your request has been reviewed and approved, we will provide return instructions.

Who pays for return shipping?

Customers are usually responsible for return shipping costs unless the item is faulty, incorrect, damaged, or not as described.

We recommend using a tracked delivery service when returning items.

When will I receive my refund?

Refunds are processed after the returned item has been received and inspected.

If approved, the refund will be issued to your original payment method. Processing times may vary depending on your bank or payment provider.

Payments & Billing

What payment methods do you accept?

We accept secure payment methods available at checkout, including major credit cards, debit cards, and selected digital payment options.

Accepted payment methods may include:

• American Express

• Apple Pay

• Diners Club

• Discover

• Google Pay

• Maestro

• Mastercard

• Shop Pay

• UnionPay

• Visa

Is my payment information secure?

Yes. Payments are processed securely through trusted third-party payment providers.

Petworld does not store your full card details and does not have access to complete payment information.

What currency are prices shown in?

All prices are displayed in British Pounds Sterling, unless stated otherwise.

Products

Are product images accurate?

We make reasonable efforts to display product images, descriptions, and details accurately.

However, colours, packaging, size appearance, and product presentation may vary slightly depending on your screen, device, supplier, or product batch.

Are all items in stock?

Product availability may be displayed on the relevant product page and can change without notice.

If an item becomes unavailable after you place an order, we will contact you where necessary to discuss your options.

What should I do if I receive the wrong or damaged item?

Please contact us as soon as possible with your order number, details of the issue, and photos where relevant.

We will review the matter and offer a suitable solution where appropriate.

Account & Support

Do I need an account to place an order?

No. You may be able to complete checkout as a guest.

Creating an account, where available, may allow you to track orders, view order history, and manage your details more easily.

How can I contact customer support?

You can contact us using the details below:

Petworld
2 English Walls
Oswestry
SY11 2PA
United Kingdom

Phone: +44 16 9165 9942
Email: contact@petworldstore.co.uk
Website: petworldstore.co.uk

What are your opening hours?

Our opening hours are:

Monday to Saturday: 09:00 AM – 05:30 PM
Sunday: Closed